The use of contexts is necessary when you want to create different and totally isolated routing scenarios for voice calls.
In order to better understand how it works, just think about the sets concept, by imagining some isolated environments.
You can create a new context going on Voice ➡️ Contexts and click on + button:
choose a name (e.g. context-for-support-queue)
description (optional)
And click on Add context
In each of these isolated environments you may involve one or more routes pointing to a destination, which can be for example a dial or a queue.
Consequently a route inside the Context SUPPORT will be not able to be involved by the Context SALES etc.
By default, the system creates 2 type of contexts automatically: from-sip, context for outbound route and from-voip-provider, for inbound route.
All routes must have a context associated and also agents belong to a context (by default from-sip)
So you have to associate a route to a specific context:
Then you may also add a queue in the actions of the route:
For Inbound Routes, you have always to insert the same context (default or custom) in the route and in the trunk.
Contexts also permit the coexistence of numbers: if one agent has like internal number 1001 and he belongs to context-for-support-queue, it’s possible to have an other agent with internal number 1001 if he belongs to context-support.